Senior Quality Evaluator

About the role

The Senior Quality Evaluator monitors and evaluates inbound and outbound customer interactions across calls, chat and email to ensure accuracy, compliance and adherence to quality standards. The role contributes to program performance improvement, supports knowledge management and COPC quality alignment, and works in a full-time position in Dubai.

Key responsibilities

• Evaluate a sample of calls, chats and emails for accuracy, compliance and customer experience alignment, meeting productivity targets and reporting to Quality Leadership, Delivery, Client, Account Management and Resource Unit partners.
• Take part in calibration sessions with Quality, Delivery and Client teams to keep scoring consistent.
• Support internal quality audits and recommend improvements; maintain program knowledge of clients' products, services and priorities.
• Act as KB author, updating and restructuring Knowledge Base articles.
• Ensure monthly and weekly quality targets are met across Calls, Chat and Email.
• Validate detractor surveys, first contact resolution accuracy and quality documentation, and run root cause analysis on recurring issues.
• Deliver refresher quality sessions and promote quality scorecard awareness.
• Work flexible hours, including extended hours when needed, and complete periodic phone time.

Required profile

• Associate's degree in a related field; 2 years of experience preferred.
• Strong attention to detail, self-starter who works well under pressure and can multi-task.
• Good written and verbal communication and collaboration with cross-functional teams.
• Familiarity with COPC standards is an advantage.

Required skills

• Proficiency in Microsoft Office and quality evaluation tools.
• Ability to work flexible hours to support business needs.